Change Your State
When you sign in to the Finesse desktop, your state is set to Not Ready by default. You can then set your state to Ready or choose from one of the configured Not Ready reason codes.
If you are in Ready state, you can set your state to Not Ready. While you are on a call, you can select a state to be applied when the call is complete.
If wrap-up is required for you, when a call ends, you transition to Wrap-Up state. While in Wrap-Up state, you can complete any after call work. If wrap-up is optional for you, you can select Wrap-Up while on a call to transition to Wrap-Up state when the call ends.
To end Wrap-Up state, you must select your new state (Ready or Not Ready) from the drop-down list or wait for the preconfigured timer to expire.
Click the drop-down arrow beside your current state.
Select the appropriate state from the list.
Your agent state changes to reflect your choice. If you are on a call and select a state, Finesse shows your current state and the pending state to which you will transition when the call ends.